Digital Consumer Experience Advocate

Stellenbeschreibung:

We are looking for a customer service professional who can respond to digital consumer inquiries and provide best‑in‑class service on company‑owned websites.

Responsibilities

Respond to digital consumer inquiries and provide best‑in‑class service in support of company‑owned websites.
Address and resolve incoming customer inquiries related to pre‑purchase questions, installation requirements, troubleshooting, product care, and complaint resolution.
Resolve inquiries via the “Ask a Question” and “Ratings & Reviews” sections on GE Appliances‑owned websites and other platforms.
Navigate systems and resources effectively, including the Knowledge Base, eDoc, Salesforce Service Cloud, GEAppliances.com, SMC, and others as needed.
Maintain high standards of protocol and adhere to established guidelines.
Support business growth goals by identifying sales opportunities.
Recognize sales opportunities and complete private store referral process or refer sales prospects to relevant teams to convert interactions into revenue opportunities based on established protocols.

Qualifications

Excellent written communication skills: grammar, sentence structure, and spelling.
Computer literate with ability to learn new applications quickly.
Experience in customer service or contact centers, ideally with written communication channels or chat‑based support.
Positive attitude with proven ability to work well with teams.
Strong typing skills.
Associate’s degree from an accredited university or college or 6 months equivalent work experience.
Proficient bilingual in written English & Spanish.
Experience with GE Appliances Call Centers or equivalent customer service experience.

Core Competencies

Demonstrates expertise in customer service, particularly in digital communication channels, with a strong focus on resolving inquiries and identifying sales opportunities. Proficient in navigating various systems and maintaining high standards of service while being bilingual in English and Spanish.

Skills

Hard Skills: Typing, Knowledge Base Navigation, EDoc, Salesforce Service Cloud, Troubleshooting, Product Care, Complaint Resolution, Installation Requirements, Digital Inquiry Response, Chat‑Based Support.
Soft Skills: Positive Attitude, Team Collaboration, Adaptability.